During our Bay Bridge days, it was important for us to know what really was happening within the contact center so we could build staffing models that were accurate. We would get a description of which queues were supposed to be answered by which skills with which priorities from management, but we would often find that our simulation models were having a hard time validating. That meant one of two things: 1) we made some sort of mistake, or 2) we were modeling the wrong operation. We had a very smart group of implementers led by Chris Johnson and Jen...
Date: Tuesday, April 8 Time: 11:00 am CT Best Practices to Empower and Retain Your Employees: The Future of Self-Managed Scheduling As flexible work becomes the priority for employees in 2025, contact centers are facing mounting pressure to modernize their scheduling practices to meet the evolving expectations of today’s workforce. In this webinar, we will explore how embracing flexibility in scheduling can significantly enhance agent engagement, reduce turnover, and improve operational efficiency. Join Donna Fluss, Founder and President of DMG...
Is Your Contact Center Ready for Gen Z—or Are You Stuck in the Past? Explore how Gen Z and millennial workers’ expectations around flexibility, technology, and career growth are reshaping employee experience strategies in contact centers. You’ve heard the buzzwords: flexibility, purpose, growth, technology. But for the next generation of workers, these aren’t perks—they’re expectations. Gen Z and millennials now dominate the workforce, and they’re demanding workplaces that prioritize autonomy, inclusivity, and innovation. For contact centers, this shift means rethinking everything...
Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost — After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an...
